Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a contract from Samsara for 12 devices on 05/30/2024 - ~4.7k Around December we inquired about new GPS trackers they released. They sent us 10 for testing. They would only sell in increments of ten. We chose to add those to our subscription.Samsara informed us that in order to add them to the subscription we need to pay for a full year for the 12 devices again. Meaning resetting the contract. The remainder of the old contract will be refunded. They charged us promptly for the new contract on 1/22/2025 and promised to refund us promptly. To our surprise, they just put in a new price for the 12 devices we had without notice and charged us ~5k and on top of it ~1.2k for the new devices we added.After around 3 weeks since they charged us again we reached out for a refund status. They said it's in their "finance processing" stage and they don't yet have an ETA for the refund to be processed. We are now approaching the end of February with a surprise 5k spend, because they refused to add any devices without resetting the contract at a new price. We want our refund and so far have been unable to get anyone to treat this with the urgency it deserves. Charging and refunds must have the same priority, not we charge you and you fight to get the refunds back.We do not recommend anyone signing up for Samsara services unless they read some posts on BBB and realize that they will do everything to avoid cancellations, force +1 year resets every time you add equipment and change your price while doing so. ******.

  

  Business Response

  Date: 03/05/2025

  Hi *****, were sorry to hear about this experience and apologize for any inconvenience this has caused you. I understand youve been in touch with our team and have worked with them to resolve this issue. 

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22978620. 

  While this specific issue was resolved, eventually, it is important to note that there were extreme delays in obtaining our refund. The promised timelines were missed by almost a month.

  Additionally the policy of forced renewal when devices are added to an account is very bad for a customer. It's a lengthy process to renew where customers are double charged, can't get refund for 30+ days and are forced to sign for another year. If our company grows little by little we will be forced to either get many devices ahead of time and pay for licenses we don't want or renew every time and lose cash flow due to poor refund procedures.

  I think it is important for everyone to be aware what to expect here. 
  
  Sincerely,
  
  YuriyK

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The samsara app is extremely flawed and reports inaccurate safety events. There are bonuses and other financial programs that have disqualified drivers for this. I clearly have my seatbelt on in the attached photo.

  

  Business Response

  Date: 03/03/2025

  I'm sorry to hear that, Cierra, and we want to help address your concerns. Please contact ******************* and we have a team standing by ready to help troubleshoot any device issues.

• Initial Complaint

  Date:02/18/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own several small business that operate trucks to distribute products accross multiple states. These businesses all operate as independent LLCs under the names; ****** **** ****** ***** *** *** ****** **** ***. Since January of 2021 I have contracted with Samsara to provide vehicle telemetrics. Each of these contracts is three years in length, but billed annually to the respective credit cards of each business. On January 27, 2025 I found that an extremely high amount (3x the normal) had been billed to my credit cards. I reached out to my account representative at Samsara via email to inquire and recieved a quick reply from him, "**** - I see that 3 auto-renewals were made on upfront payment terms. This should not have happened and I sincerely apologize for this mistake. My renewals team will need to assist with reprocessing these orders to correct to annual payment terms. Please email ******************** advising the issue and cite these order numbers: ********** ********** *********" Per my account representative's instructions this was done on January 27, 2025. Now over three weeks later, this has still not been resolved.

  

  Business Response

  Date: 03/03/2025

  Hi Michael, we’re sorry to hear about this experience and apologize for any inconvenience this has caused you. I understand you’ve been in touch with our team and now are working with them to resolve this issue.

• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I owned a trucking company and used Samsara equipment and subscription to do the electronic logbook for my drivers. Last year in Jan, I called and stated that we no longer needed the service as we were going to work under another company, who does not require any logging equipment. However, ****** customer service stated that the contract was 2 years, and that we can cancel after 2024 was over. So my company paid the two truck subscriptions (over $2000) and asked to cancel thereafter. Then here comes Jan 2025, my company was charged for the subscription again! I called and explained the situation, and informed that my company has actually closed since June 2024, and that I had cancelled the service back in Jan 2024. It took them over a month to get back to me, just to let me know that they won't refund me.

  

  Business Response

  Date: 02/26/2025

  Thanks for reaching out. We sincerely apologize for the delay, but Im happy to confirm that our finance team has processed a refund of $2,259.84, which should be deposited into your account within the next few business days.
  

• Initial Complaint

  Date:02/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are currently in a 3 year contract for 23 environmental monitor licenses with Samsara that was signed in April of 2023. We have not had a functional environmental monitors since before that contract began. Environmental Monitors when signing a contract are free. Replacement environmental monitors outside of contract are $140. I have called our account executive ** and thought we came to a resolution. Only for ****** to never again return my email or phone calls. I opened a trouble ticket with billing/contracts, to see if we could get replacement equipment at discounted price or better than $140. But I do believe there was a serious communication issue as they kept responding with things like "Our Product Refund Requests section of the Hardware Warranty and RMA Policy grants eligible customers a risk-free 30-day return period as of the date of the initial shipment of their devices" And me explaining that I would have never looked at the "product refund request section of the hardware warranty and RMA policy" because we didn't receive any product or hardware. Since contracts' inception we have paid about $3200 for a service we can't use. And are being asked to spend another $4050 to acquire the hardware necessary to use the services. All evidence indicates we should have gotten the hardware at no cost at the time of the 3 year contract renewal. The final response I got from the helpdesk was them telling me that they wouldn't help me and that I would get a call back from the account executive I had before **, who I suspect no longer works at Samsara. It has been a week and I have not heard from my account executive. The helpdesk has closed my ticket. It's apparent that I will get no help or response from my current account executive or from my previous account executive that I suspect no longer works there. And the helpdesk just told me what they needed to, to close the ticket. I need environmental monitors.

  

  Business Response

  Date: 02/20/2025

  Hi Coby, we’re sorry to hear about this experience and apologize for any inconvenience this has caused you. I understand you’ve been in touch with our team and have now resolved this issue.

• Initial Complaint

  Date:02/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had initially opened a request to terminate services with Samsara in October of 2024 as staying with Samsara would hinder our business. The account being under *****************, DOT *******.Our last order to our account was in July of 2024 so nothing additional was added to the account since. Support came back advising that we would have a termination fee of $11,450.34. Support wanted to understand why we were looking to terminate and return the all equipment. We advised that their competitor was able to offer a "clock in/timecard" feature that Samsara does not have, live streaming of the drivers camera's, and a credit card that we had been pre-approved for. Samsara would not be able to offer all those items. They began advising that they would then need to go to leadership for termination approval. A new ticket was then opened under (*******) on 11/14/2024. They had began the request again and came back on 11/21/2024 that the request had been denied since it was beyond the 30 day return period. After some additional clarity as to why we wanted to terminate and how staying would hinder our business, they began to do another request for approval with leadership. After many delays on Samsara's end, they came back on 12/04/2024 advising that the request had been accepted and that any refund would be issued in 5 business days and someone from returns would reach out. After, there was no update until we asked on 12/17 since we hadn't been contacted since. They came back advising they were wrong to inform me and that there would be a termination fee of $16,378. I ended up having to speak with a Support Manager since it went from over $11k, to no fee and returns, to now over $16k. He escalated it further only for it to come back at $12,000 now. We have tried to settle and explained our situation and have since switched to their competitor, along with our willingness to return the equipment but they are no longer budging. All is documented via email communication.

  

  Business Response

  Date: 02/20/2025

  We understand your concerns and have approved an early termination as an exception to the contract. The final termination fee is $12,000, and while we cannot offer a payment plan, our support team is available to answer any remaining questions.
  

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22933940
  
  I am rejecting this response because this is the same "resolution" Samsara is offering before submitting the complaint with the BBB. How can the termination starting with a little over $10k over the phone, to over $11k via initial email, then to full return and no fee, to $16k, and now down to $12,000. As mentioned before, we do not have the capability to pay $12,000 and still offered to return all the equipment but still given the same answer. We cannot accept this resolution.
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 02/21/2025

  We understand your concerns and want to clarify the situation. Per our terms and conditions, customers are obligated to pay until the end of their contract. While mid-term cancellations are not typically allowed, we made an exception due to communication challenges. The difference in amounts resulted from confusion between a buyout and an early termination fee (ETF). To resolve this, we are honoring the lower amount12 months of service (ETF), which is already an exception. Additionally, the overdue balance remains the customers responsibility as payments have been missed since December 2024. The final offer stands at $12,000, and unfortunately, no financing options are available for this type of exception.

• Initial Complaint

  Date:02/12/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, my name is Dorin R*****, and I represent **** ***** ***** ***. In October 2024, we entered into an agreement with ******* **** regarding Samsara Service. Upon receiving the equipment, we reached out to ******* to ask why the ** was not functioning, despite specifically requesting this service. At that time, we were considering returning the equipment due to the lack of telematics and ELD functionality. The demo provided by ******* didn't match the service we got. After further discussions, ******* confirmed via email that the ** service would be included at no additional cost, and the ** was subsequently activated. On January 2nd, we added four more units, but once again, the ** was deactivated. When we contacted ******* about this, he assured us that the issue would be resolved, and by the next day, the ** was restored. Today, we had a phone call with ***** ******, our new Samsara representative, who informed us that following an audit, our contract does not include ** and that we would need to pay an additional $22 per unit to activate it. I forwarded the correspondence with *******, confirming that ** was included in our service back in October 2024, but ***** insisted that the ** would be disconnected unless we agreed to the additional cost (her best-discounted price). Given this situation, we believe this may be a case of bait-and-switch. We are requesting either the cancellation of the contract or the continuation of service at the same terms, with ** included as originally confirmed by ******* **** in October 2024.

  

  Business Response

  Date: 02/20/2025

  Hi Dorin, we’re sorry to hear about this experience and apologize for any inconvenience this has caused you. I understand you’ve been in touch with our team and now are working with them to resolve this issue.

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered and immediately canceled an order from Samsara 7 months ago. I was issued a credit for my original purchase once I sent the product back. Samsara repeatedly sent me invoices after that stating that I owed them money. I responded several times stating that I returned their product and canceled my order for everything. 6 months later they billed me again for their services. I have called them again stating all the facts. I have asked to speak with a supervisor to have this issue resolved to no avail. If I don’t get a refund I will hire an attorney to pursue legal action against this company.

  

  Business Response

  Date: 02/13/2025

  Hi Damon, we’re sorry to hear about this experience and apologize for any inconvenience this has caused you. I understand you’ve been in touch with our team and now are working with them to resolve this issue.

  Customer Answer

  Date: 02/13/2025

  
  Complaint: ********
  
  I am rejecting this response because: Nobody from Samsara has contacted me regarding this issue. I have called your place of business several times to which the customer service reps are either telling me it’s been taken care of and I will no longer be charged as well as I will receive a refund. I have also responded to emails and they even responded to those emails with ticket #’s and still no follow up. This is the most unproductive way to handle customer service problems. Instead of actually addressing the issue your response is we’re going to continue to say we’re going to help and not actually do anything to resolve your concern. My last call to Samsara I told the customer service rep my issue and asked to speak with a supervisor. They will not transfer you to a supervisor. You have to ask for a call back within 24 hours which it’s now been 8 days and no call back from a supervisor. Judging by some of the customers issues I have read about on BBB as well as other review sites this is a common theme with your company. Buyer beware of this company. I have signed up with one of their competitors with zero issues. 
  
  
  

  

  Business Response

  Date: 02/18/2025

  We sincerely apologize for the frustration this has caused. Our records show that a team member provided an update yesterday, and the returns team will be in touch as soon as possible. Thank you for your patience.
  

  Customer Answer

  Date: 02/19/2025

  
  Complaint: ********
  
  I am rejecting this response because: I have not received a refund on my credit card. I will reject your replies until my money is refunded and you can no longer charge my credit card. This has gone on for over 8 months. This is the definition of insanity. 
  
  Sincerely,
  
  Damon B********

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We entered a three year contract in 2022 with Samsara for GPS tracking and Vehicle Diagnostics. The individuals within our company involved in the setup moved on to work for another company. Samsara continued to send email correspondence to their old emails. At the end of the contract (January 21, 2025), the contract Auto-Renewed with a 30% increase in cost without any prior notification, nor any availability to negotiate as we were already robotically renewed. After numerous conversations with the Sales Rep. and finally getting an email for the renewal team, the renewal team is unwilling to discuss price negotiations and notified me that they would have been able to discuss prior to the renewal. There was no prior notification, and if there was, it was an old email. The Sales Rep. made no attempts to discuss renewal prior to the matter.

  

  Business Response

  Date: 02/20/2025

  We understand your frustration and have already updated your contact information to ensure future notifications reach the right people. While we cannot adjust the terms of the auto-renewed contract, our team is available to discuss pricing for your upcoming renewal.
  

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is very deceptive and practices unfair practices when it comes to keeping customer locked into long term contracts and doesn't give customers many options to cancel these contracts when they are no longer needed, I have made multiple requests to terminate our contract with them and not to renew two contracts that are scheduled to renew on 01/28/2025. I need help they are rude and do not listen to customers. They charged me ******** to renew a contract for invoice 6510 for three years, and didn't give us the option to renew yearly.

  

  Business Response

  Date: 02/06/2025

  By entering into and accepting the attached binding order form a copy of which was emailed to you, you agreed to purchase Samsara's hardware and software services for a 36-month license term and expressly agreed that this purchase is governed by Samsaras Terms of Service, which do not provide any right to terminate the contract, or any of the payment obligations thereunder, for convenience outside the initial 30-day return period. Further, the Terms of Service state that the contract will be automatically renewed if you dont provide us written notice at least 30 days prior to the license expiration date. Please reach out to ************************************************************* for any further questions regarding automatic renewal.

  
  

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22844173
  
  I am rejecting this response because:

  We have been trying to work with Samsara regarding cancelation/renewals, and because they make it very difficult for customers to reach them by telephone, they ********************** force customers to lengthy renewals even though the service or product is no longer needed. 
  

  We originally had 1 year subscription and ***** *****, how original signed up for this service does not remember doing a three year contract with Samsara, ***** remembers doing a year contract with them.  We are canceling the service because the hardware does not work with the samsara driver software any longer. 
  
  **** ******